Customer Service Quality Assurance Expert

7 dni temu


Warszawa, Mazovia, Polska transcosmos (TCIS) Pełny etat
Job Overview

We are seeking a skilled Customer Service Quality Assurance Expert to join our team at transcosmos (TCIS). This is an exciting opportunity to work in a dynamic environment where you will be responsible for ensuring exceptional customer service quality.

About the Role

The primary focus of this role is to verify the accuracy and quality of customer interactions. You will analyze contact monitoring, evaluation, and calibration scoring results to provide recommendations for improvement.

Additionally, you will collaborate with Team Leaders to provide coaching, training, and development to contact centre agents. Your expertise will help drive business growth by enhancing customer satisfaction and loyalty.

Key Responsibilities
  • Analyze quality and performance trends to identify areas for improvement.
  • Develop and implement effective coaching, training, and development programs for contact centre agents.
  • Evaluate and calibrate scoring metrics to ensure consistency and accuracy.
  • Provide feedback to management on contact centre performance and make recommendations for enhancements.
  • Ensure that all contact centre processes, procedures, and technical documentation are up-to-date and easily accessible.
RequirementsSkills and Qualifications

To excel in this role, you must possess excellent written and verbal communication skills. A good understanding of the system used by the service is also essential. Additionally, you should have the ability to apply creativity to solutions, pay close attention to details, and view situations from multiple perspectives.

Technical proficiency in Microsoft Office products is a requirement. Behavioral skills such as working collaboratively, accountability, adaptability, initiative, and planning & organizing are highly valued.

Qualifications

A high school diploma or equivalent is required; a college-level education is preferred. Previous experience in BPO and Customer Service, along with technical account knowledge, is advantageous.

A proven track record demonstrating the outlined skills and qualities is necessary for success in this role.

Language Requirements

This role requires proficiency in English, both written and spoken. The ability to communicate professionally and confidently at all levels is essential.

What We Offer

We offer a competitive salary of $40,000 - $55,000 per year, depending on your level of experience and qualifications. Our comprehensive benefits package includes health insurance, paid time off, and opportunities for professional growth and development.


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